Shubhomoy Roy Email & Phone Number

India

Bengaluru Area, India

Noida Area, India

Skills Attained:• Lean Six Sigma Green Belt• Customer Success Manager• On – Boarding / Webinars for SMB and Schools and Universities• Vendor Quality and Knowledge Ambassador• Certified Adobe Lightroom Expert• Product Licensing• Adobe Connect• Adobe Creative Cloud Deployment • Adobe Acrobat Expert• Enhancing Knowledge Base for Vendors and Clients

Gurgaon, India

• Working with a team of technical engineers for troubleshooting software products for Intuit customers.• Designed and implemented support techniques for bottom quartile agents (B.Qs).• Initiated the concept of weekly team meet to discuss issues and top call drivers and to create action plans accordingly.• Contribution to enhance agent resources by initiating the creating new internal knowledge base articles.• Expedited and facilitated the escalation of customer service / technical issues.• Ensure team delivers on all relevant KPI targets i.e. CREZ, FCR, NPS, AHT, SPC and quality of support.• Develop and delivered training modules / call scripts related to systems, Soft skills and interpersonal skills to enhance performance of the team members especially for bottom quartile population.• Identify Training Need Analysis for agent development through call monitoring and customer verbatim.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Minimize attrition and shrinkage through adaption of communication, staff development and recognition.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Initiated various projects for improving client matrices and processes (e.g. FCR, AHT, callback channel etc.) for better customer experience and improving the resolution rate by implementing control process.• Deputize for operations Assistant Manager when appropriate.

Noida Area, India

Provide support to AT&T customers with their Internet Connectivity, E-mail and Internet Security Software issues.• AT&T Yahoo! E-mail issues related to their e-mail account compromise like spamming and phishing incidents.• Configuring their accounts on e-mail client programs like Outlook Express, Microsoft Outlook, Mac Mail, Thunder Mail etc.• Ensuring and maintaining FCR, CREZ and AHT for better customer experience and keeping customer satisfaction intact.• Initial setup of their modem and routers.• Worked on different router devices like 2 Wire Gateway (1000 series, 2701 Hg-B wireless), Motorola (2201, 3347), Siemens Speedstream modem and Westell modem.• Contributed in maintain and updating internal knowledge database for easy access to recent issues and to their solutions.

• Resolving technical queries of the client's trading platform over the phone with respect to their software issues.• My Job also involved taking the customers computer on Remote Assistance and resolving there issue.• Educating the customers regarding their trading issues and giving the knowledge of online trading and there usage.• Aligned as process trainer to handle a team of 10-15 agents to train them with the product and customer service. • Prepared and maintained the daily & weekly tracker reports of the queries handled by team.• Handling escalations of the process.>>>Achievements: Awarded letter of appreciation by Vice President of Religare Technova Business Intellect ltd.

Project Management

Masters Degree - M.B.A (I.T.)

Digital Marketing And Analytics

Senior Secondary, Science